As we enter the Christmas season, our awareness and desire to help others increases. That can be helping those in need, donating our time and/or money, or being a little more kind to others. When we are help one another, not only does it make us feel good, it is encouragement for the recipient.
For customer service professionals, helping others, is what we do throughout the year. The challenge is to do so in ways that transcend the profession of customer service. Customers are people. It's easy to lose sight of that when you are focused on meeting objectives, analyzing data, or looking for ways to improve. At some point, the customer can become secondary to the service.
With that in mind, and in the spirit of Christmas, let’s take a look at 12 steps that help ensure you are providing excellent service, and a high level of customer satisfaction. This isn't an exhaustive list, nor is it the result of extensive research. These are things I incorporate as a leader, to ensure people are always my highest priority.
12 Practical Steps to Achieving Customer Satisfaction
1. Treat customers as you would treat yourself
2. Always respect customers
3. Going above and beyond, should be the norm
4. Keep your promises
5. Be an advocate for customers
6. Be personable
7. Make it easy for customers to do business with you
8. Anticipate the needs of your customers
9. Listen to understand, and to be helpful
10. Be honest
11. Tell the truth, always
12. The above, must first be given to your employees
Is there something you'd like to include? Please leave a comment. I am always eager to try an approach that works.
I have over 15 years of progressive customer service leadership experience in the public, private and government sectors. I have led or consulted contact centers of various sizes across numerous industries. Additionally, I’ve implemented new technology and products, while maintaining award-winning contact centers.
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